Content Moderation Policy

Version 1.0 · Last updated July 2026

ResQbag is a marketplace, not a social network: customers cannot post content to each other, and there are no public profiles, comments, feeds, or direct messaging. The only third-party content shown in the app is merchant-supplied — business names, Rescue Bag descriptions, and listing photographs. This policy explains how that content is moderated and how to report it.

1. Scope

This policy covers all merchant-supplied content displayed to customers: restaurant and merchant names, Rescue Bag titles and descriptions, listing photographs, pickup instructions, and any free-text a merchant enters. It does not cover customer-to-customer content, because the Platform has none.

2. Prohibited Content

Photographs or descriptions that do not represent the food actually being sold
Images the merchant does not own or have the right to use
Sexual, violent, hateful, discriminatory, or otherwise offensive material
Content that misrepresents allergen information or vegetarian / non-vegetarian status
Claims of medical, therapeutic, or health benefits
Alcohol, tobacco, or any item a merchant is not licensed to sell
Contact details or payment instructions that attempt to take the transaction off-Platform
Content that infringes a trademark, copyright, or other right

3. How Content Is Moderated

Onboarding review	Every merchant is manually verified — FSSAI licence, business identity, and initial listings — before any content is visible to customers.
Publication control	Only merchants that ResQbag has marked live can surface listings. A merchant can be taken off the customer app immediately, without deleting their data.
Reactive review	Every customer report is triaged by ResQbag staff through the admin console.
Proactive spot-checks	ResQbag reviews live listings periodically and after any food-safety complaint.

Moderation decisions are made by ResQbag staff. We do not use automated decision-making to remove content, so no automated decision is taken about you without human review.

4. Reporting Content

Any customer can report a listing from the listing screen (Report this listing), which opens a pre-filled report to support@resqbag.in, or by emailing support@resqbag.in directly with the merchant name, the listing, and the reason. Reports may be made anonymously to the merchant — we never disclose the reporter’s identity to the merchant being reported.

Acknowledgement	Within 24 hours
Standard review	Within 48 hours
Food-safety or child-safety report	Immediate — listing taken down pending review
Outcome notified to reporter	Within 7 working days

5. Actions We Take

Where a report is upheld we may edit or remove the offending content, unpublish the listing, suspend the merchant from selling, or remove the merchant from the Platform entirely. Where an order is affected, the customer receives a full refund under the Refund Policy. Where content indicates a criminal offence or a serious food-safety risk, we report it to the appropriate authority, including FSSAI.

6. Appeals

A merchant whose content or account is actioned is told which content was affected and why, and may appeal to support@resqbag.in within 30 days. Appeals are reviewed by someone not involved in the original decision, and we respond within 7 working days.

7. Grievance Officer — IT Rules 2021

Grievance Officer	Bavesh Raam S
Email	support@resqbag.in
Acknowledgement	Within 24 hours
Resolution	Within 15 days